1. Service Description

1.1. The Vent Garden (“Provider”) provides confidential, non-therapeutic, one-to-one online active listening sessions for emotional release (“Services”).

1.2. The Services are not a substitute for diagnosis, treatment, counselling, or psychotherapy by a licensed mental health or medical professional.

2. Eligibility

2.1. The Client warrants that they are at least eighteen (18) years of age at the time of entering into this Agreement.

3. Confidentiality

3.1. All sessions are private and confidential.

3.2. No recording of any session (audio, video, or transcript) is permitted by either party.

3.3. Information shared during sessions shall not be disclosed except as provided in Clause 4 (Limits of Confidentiality).

4. Limits of Confidentiality

4.1. The Provider reserves the right to breach confidentiality and contact relevant authorities, including but not limited to Police, Social Services, or emergency medical services, in the event of disclosure by the Client of any of the following:

(a) Imminent harm to self, including explicit intent or plan for suicide or severe self-harm

(b) Imminent harm to others, including a serious threat to the life or safety of another specific person

(c) Abuse or neglect of a child or vulnerable adult (including adults with care and support needs)

(d) Disclosure required by lawful court order or subpoena

5. Data Protection

5.1. The Provider shall process Client personal data in accordance with UK GDPR and The Vent Garden’s Privacy Policy.

5.2. The Client may request access to, correction of, or deletion of their personal data at any time.

6. Session Limitations

6.1. The Services are non-clinical and are not suitable for individuals currently experiencing a mental health crisis, including but not limited to suicidal, homicidal, or psychotic episodes.

6.2. The Provider reserves the right to terminate or refuse Services at any time, with or without refund, if the Provider determines that the Client’s needs exceed the scope of the Services or if the Client is found to be in breach of these Terms and Conditions.

6.3. The Provider reserves the right to terminate a session immediately, with no refund, if it is reasonably suspected that the Client is under the influence of alcohol or drugs and unable to communicate effectively.

7. Crisis Support

7.1. The Provider is not a crisis service.

7.2. In the event of immediate danger or mental health crisis, the Client is advised to:

(a) Call 999 immediately

(b) Call NHS 111 (Mental Health Option) 24/7

(c) Contact Samaritans (freephone, 24/7): 116 123

8. Cancellation and Refund Policy

8.1. Sessions cancelled with less than twenty-four (24) hours’ notice or missed without notice are non-refundable.

8.2. For session packages, a late cancellation or no-show will result in the forfeiture of one session credit.

8.3. If a session is cancelled by the Provider, a full refund or reschedule will be offered.

8.4. Refunds for technical failures or exceptional circumstances will be considered at the Provider’s discretion.

8.5. If the Client arrives more than ten (10) minutes after the scheduled start time, the session will be cancelled, and the full fee will be charged. No refunds will be provided for late arrivals or missed appointments.

9. Client Conduct

9.1. Clients are expected to communicate respectfully and refrain from abusive, threatening, or discriminatory language or behaviour.

9.2. The Provider reserves the right to terminate a session if conduct is inappropriate or unsafe.

9.3. The Provider reserves the right to terminate a session, with no refund, if the Client is reasonably suspected to be under the influence of alcohol or drugs.

10. Complaints and Feedback

10.1. The Vent Garden welcomes feedback and aims to resolve complaints promptly and informally.

10.2. Clients can raise concerns by emailing contact@theventgarden.com (see Complaints Procedure for details).

11. Updates to Terms

11.1. The Provider may update these Terms and Conditions from time to time. Any changes will be posted on the website and, where appropriate, notified by email.

12. Consent

12.1. By booking a session and ticking the box, you confirm you have read, understood, and agreed to these Terms and Conditions.